An empirical investigation of the Turkish consumers’ acceptance of Internet banking services

Author:

Nui Polatoglu Vichuda,Ekin Serap

Abstract

An exploratory study of consumer acceptance of Internet banking (IB) services is conducted in a Turkish bank. Examines both consumer‐related factors that may affect the adoption of an innovation or a product (such as complexity, perceived risk, and relative advantage) as well as organizational factors such as marketing effort. The results suggest that IB not only reduces operational cost to the bank, but also leads to higher levels of customer satisfaction and retention. Accordingly, it is argued that IB is strategically important to the banking sector in an emerging economy, such as in Turkey.

Publisher

Emerald

Subject

Marketing,Marketing

Reference24 articles.

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2. (The) Bank Association of Turkey (1999), Banks In Turkey, Istanbul.

3. Barto, G.L. (1999), e‐Banking 1999: New Model of Banking Emerges, Gartner Group.

4. Bons, A. (1999), Internet Banking: Early Stage Experiences, Skandinaviska Enskilda Banken AB presentation at COTIM99, University of Rhode Island, Kingston, RI.

5. Buyukdemir, B. (1997) “Internet Bankaciligini Dus Olarak Gorenler Icin”, Bankacilar Dergisi, Sayi 22, pp. 29‐35.

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